SITA Service Management Strategy Implementation. Presented by: SITA Service Management Centre

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1 SITA Service Management Strategy Implementation Presented by: SITA Service Management Centre

2 Contents What is a Service? What is Service Management? SITA Service Management Strategy Methodology Service Management Strategy supporting other Strategic initiatives Service Management Strategy Scope and Implementation Approach Strategic Objectives Next Steps

3 It is a means of delivering value to customers, by facilitating the outcomes customers want to achieve, without the ownership of specific costs and risks. What is a Service? Value to customer = Utility - Fit for purpose! Warranty - Fit for use!

4 It is a set of specialised organisation capabilities, for providing value to customers in the form of services so what are capabilities? What is Service Management? What services does your business unit provide?

5 IT Service Management CONTINUAL SERVICE IMPROVEMENT IT Continuity Management IT USER Event Management Desktop Technical Management WAN /LAN IT Operations Management Server & Mainframe CUSTOMER (e.g. CIO) Request Management Access Management Service Level Management Incident Management Problem Management Application Management Applications Capacity Management Availability Management Security Management Financial Management Demand Management Service Portfolio Management Change & Release Management Service Asset & Configuration Management Supplier Management Service Catalogue Management

6 By building the set of specialised organisational capabilities? How do we implement Service Management?

7 Service Management Methodology

8 CMMI Capability Maturity Model Integrated MATURITY / IMPROVEMENT? Methodology Leveraging Governance, international good practice and standards Business Drives PERFORMANCE Gov Business Goals (e.g. IT House of Value) CONFORMANCE Gov. Legislation & Regulation (e.g. PFMA) Enterprise Governance PERFORMANCE MANAGEMENT FRAMEWORK (e.g. Balance Scorecard) C0NFORMANCE MANAGEMENT FRAMEWORK (e.g. COSO Committee of Sponsoring Organisations) IT Governance WHAT? COBIT COBIT CONTROL OBJECTIVES FOR INFORMATION TECHNOLOGY Processes HOW???? IT SECURITY MANAGEMENT PMBOK PROJECT MANAGEMENT ITIL ITIL SERVICE MANAGEMENT Standards MEASURE???? ISO: ISO: 2700 SERIES ISO: ISO:

9 What How Measure

10 Methodology Leveraging Governance, international good practice and standards

11 People... Capability Maturity Model - Integrated CMMI We need to look at maturity in an integrated approach across key dimensions. follow Level of appropriate knowledge & skill Specified roles & responsibilities aligned to the process Level of process understanding and involvement Level of technology support understanding Level of process execution compliance Processes.. Relevant documentation (Policy / Process / Procedures) Level of alignment to (Governance / Best Practice / Standards) Level of process performance (reactive / proactive) Level of process measurement and control Methodology Leveraging Governance, international good practice and standards Supported by Level of alignment to support processes Level of effective and efficient process automation Products

12 Methodology Leveraging Governance, international good practice and standards Capability Maturity Model Integrated CMMI Levels of Maturity Level 5 Optimized Optimized Defect prevention, Proactive improvement, innovative technology insertion and deployment ITERATIVE PROCESS PLAN-DO-CHECK-ACT CONTINUAL IMPROVEMENT 2015 Target Which supports PSI targets Level 2 Managed Level 3 Defined Level 4 Quantitatively managed Process measured, controlled and fully automated - Process performance, stable process, controlled, deals with causes of special variations Process is tailored and proactive - from organizations standard processes, understand process qualitatively, automated to some degree, process contributes to the organizations assets. Process characterized as being projects and is often reactive - Adhere to policy and processes, assign responsibility and authority. Level 1 Initial Work is performed Level 0 Work is not performed, incomplete

13 How does the Service Management Strategy support other Strategic Initiatives?

14 SUPPLIER CHAIN MANAGEMENT SALES CRM CUSTOMER CENTRIC NATIONAL GOVERNMENT FINANCE RETURN ON INVESTMENT ECONMIES OF SCALE CUSTOMER DEMAND MANAGEMENT MAINTAIN FINANCIAL STABILITY WHILE REDUCE THE COST OF ICT OPERATIONS MARKETING CRM CUSTOMER CENTRIC STRATEGY RESEARCH & DEVELOPMENT IMPROVE GOVERNMENT EFFECTIVENESS MARKETING EMPLOYEE EMPOWERMENT Service Management MARKET ANALYSIS IMPROVE CITIZEN CONVENIENCE IMPROVE CUSTOMER RELATIONS EMPLOYEE SATISFACTION CITIZEN PROVINCIAL GOVERNMENT CUSTOMER CENTRIC CRM SERVICES CORPORATE SERVICES QUALITY & GOOD PRACTICE IMPROVE SERVICE DELIVERY GOVERNANCE IMPROVE COMMUNICATION INTERNAL AUDIT LOCAL GOVERNMENT CUSTOMER CENTRIC CRM IMPROVED TRANSPARENCY, VISABILITY & IMAGE IMPROVE GOVERNMENT EFFICIENCY SUPPLIER CHAIN MANAGEMENT COMMUNICATIONS PARTNER RELATIONSHIP MANAGEMENT COMMUNICATION

15 Service Management implementation also supports PSI initiative.

16 Service Management Strategy Scope and Implementation Approach

17 Service Management Implementation Approach Service Strategy Service Design Service Transition Service Operations Financial Mngt Demand Mgt Service Portfolio Mngt Service Level Mngt Availability Mngt IT Service Continuity Mngt Capacity Mngt Service Catalog Mngt Supplier Mngt Information Security Mngt Change Mngt Release Mngt Configuration Mngt Incident Mngt Problem Mngt Event Mngt Request fulfillment Access Mngt Process Group 1 Process Group 2 Process Group 3 Process Group 4 Phase 1 (2011/12) Gap Assessment & full Implementation of processes Gap Assessment covered in Phase 1 (2011/12) & full implementation in Phase 2 (2012/13)

18 Service Management Implementation landscape

19 Service Management Implementation landscape 12 National Environments 6 Full implementation 9 Provinces Full implementation 200 km 100 mi Daniel Dalet / d-maps.com

20 Implementation Approach A FUNCTIONAL MODEL GOVERNANCE LEVEL CO-ORDINATION LEVEL EXECUTION LEVEL

21 Process implementation roadmap We are currently here This roadmap will be followed for every process in each business areas Preparation & Gap assessment Determine the existence / maturity of process areas in terms of the functional area s capabilities to implement. Roles and Responsibilities Determine the availability of resources and map current roles to Service Management roles to ensure optimal use of existing resources where possible. Capability transition plan Details the implementation of service management capabilities within the functional area including roles for implementation as well as ongoing service management. Training and operationalisation Manage the implementation of Capability transition plan formally and conduct training required depending on the service management skills within the functional area. Monitor and evaluate - Process performance and compliance to process is monitored, measured and evaluated to ensure effective implementation of Service management within the functional area. Continuous service improvement CSI is the process that ensures an increase in the maturity of SITA s service management capabilities. Aim for first iteration = CMMI level 3. Organisational change management - Awareness sessions will be conducted at various stages targeting resources involved to ensure buy-in and support

22 Strategic Objectives Service culture - Create awareness of the importance of Service Management, delivering quality services and customer centricity. Governance - Establish Governance controls and mechanisms with regard to Service Management. Policies and process - Establish policies and processes across all functional areas within SITA that realises SITA s strategic objectives with regard to service management. Roles and responsibilities - Define the roles and responsibilities required to implement the processes. Skills and capability development Identify and develop skills necessary for effective service management. Service monitoring and evaluation capabilities - Establish the functional capabilities to monitor and evaluate services provided to customers. Continuous service improvement - Embed a culture of continuous improvement of service delivery to customers.

23 Next Steps You have been chosen to participate in the Gap Assessment for specific areas in your environment. You will be contacted and scheduled for an assessment session. All interview results will then be used to determine areas of improvement and the roadmap activities will follow involving the following: A transition plan will then be put together with you management team than defines roles & responsibilities of specific individuals. These individuals will be trained to carry out functions. Performance mechanisms will be established to monitor, evaluate and contribute to continual improvement.

24 Thank You Lets together shape SITA s future supporting Government to improve service delivery to citizens of our country! Together we can do more!

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